As in Altura, long telephone waits for patients were common. This might have had something to do with the area –which includes a fair number of residents who question routine vaccinations – but the SCCHC felt like its phone system was not the best way to get out the message. Meanwhile, at the Santa Cruz Community Health Centers, it was flu season, but the percentage of patients getting their influenza vaccine was extremely low. That sounded really intriguing, so we were looking forward to trying it out.” Santa Cruz Community Health Centers turns to texting to improve vaccination rate As a bonus, the vendor had text messaging capabilities. “It’s really helped with patient outreach on things like PAP smears, colorectal cancer screenings, and other quality initiatives. “At first we were just looking for a replacement for our current robo-dialer – ours had the kind of voice that makes you want to hang up as soon as you hear it, while theirs sounded a lot more human,” he said. WELL Health approached the organization at an opportune time, Pedroza recalls. In addition, WELL featured the ability to customize automated messages to match their workplace and deliver messages in patients’ preferred languages. WELL Health - a communications platform that connects patients to healthcare organizations through text, phone, email, and live chats - offered some features in which the staff was especially interested, including tracking requests. “We needed to establish clear expectations for response time and closure.”Īs part of these conversations, Altura leaders began talking with a technology vendor called WELL Health, also known as WELL. “This was a cumbersome process through voice communications,” according to Chief Information Officer Manuel Pedroza.
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